Factors affecting public trust in government agencies in Tehran

Document Type : Research Paper


1 MSc. in Public Administration, Institute for Management and Planning Studies, Tehran, Iran

2 Assistant Prof., Faculty of Management, Institute for Management and Planning Studies, Tehran, Iran

3 Associate Prof., Faculty of Management, Institute for Management and Planning Studies, Tehran, Iran

4 Assistant Prof., Faculty of Social Sciences, Institute for Management and Planning Studies, Tehran, Iran


The current research aims to identify and prioritize the factors affecting public trust in government agencies in Tehran. For this purpose, 39 variables that affect public trust were extracted by reviewing the literature of the context, then, they were used for preparing the questionnaire. Research methods are descriptive, exploratory, applied and fieldwork. Validity and reliability of the questionnaire are evaluated at the appropriate level based on Cronbach’s alpha (0.925) using literature review and the experts' corrective ideas. The questionnaire was distributed among a sample of 303 people from the unlimited population using statistical technique, which includes the clienteles of government agencies in Tehran. By using exploratory factor analysis and according to variance explained percent, the variables were classified into seven main factors respectively including: satisfaction with the performance and services, quality of services, clientele participation, social trust, official corruption, clientele awareness level and information.


Main Subjects

Abbaszadeh, H. & Karami, K. (2010). Social capital and stable national security. Strategic Studies, 14(1): 31-58. (In Persian)
Ahmadi, A. & Feizabady, H. (2011). Investigating social capital and effect of that on the organization improvement (Case study: Staff organizations of Tehran municipality). Journal in Public Administration, 3(6): 35-88. (In Persian)
Alvani, M. & Danaeefard, H. (2000). Public administration and public trust. Management Knowledge, 14(55): 5-27. (In Persian)
Alvani, M., Mirsepasi, N. & Mohammadian Saravi, M. (2006). The role of government in public trust expansion. Pazhooheshgar, 3(6): 1-20. (In Persian)
Boateng, F. (2012). Public trust in the police: Identifying factors that shape trust in the Ghanaian Police. International police executive symposium, working paper 42: 4-24.
Brillantes, A. & Fernandez, M. (2011). Restoring trust and building integrity in government: Issues and concerns in the Philippines and areas for reform. International Public Management Review, 12 (2): 55-80.
Chanley, A. (2002) Trust in government in the aftermath of 9/11: Determinants and consequences. Political Psychology (Special Issue: 9/11 and Its Aftermath), 23(3): 469-483.
Christensen, T. & Laegreid, P. (2005). Trust in government: The relative importance of service satisfaction, political factors, and demography. Public Performance & Management Review, 28(4): 487 – 511.
Danaeefard, H. (2010). Increasing public trust in government agencies: Studying the citizen satisfaction confounding variable role. Daneshvar (Raftar) Management and Achievement, 17(41): 263-292. (In Persian)
Dehkhoda, A. (1993). Dehkhoda Dictionary, University of Tehran Press. Tehran. (In Persian)
DiPiazza, S. and Eccles, R. (2002). Building public trust: The future of corporate reporting. John Wiley & Sons, Inc. New York.
Ekinci, A. (2012). The effects of social capital levels in elementary schools on organizational information sharing. Educational Sciences: Theory & Practice, 12(4): 2513-2520.
Gholipoor, A., Poor Ezzat, A. & Hazrati, M. (2009). The investigation of servant leadership on organizational trust and empowerment in public organizations. Journal in Public Administration. 1(2): 103-118. (In Persian)
Goldsmith, A. (2005). Police reform and the problem of trust. Theoretical Criminology, 9(4): 443-470.
Gordon, M. (2000). Public trust in government; The USA media as an agent of accountability. International Review of Administrative Sciences, 4(3): 297-310.
Hezarjaribi, J. & Safari Shali, R. (2009). Studying factors affecting citizen’s social trust. Applied Sociology, 20(4): 17-38. (In Persian)
Kalaki, H. & Vadiat, M. (2009). Studying factors increasing pubilc trust in police. Security and Discipline, 2(1): 101-121. (In Persian)
Keene, W. & Bruce, R. (2000). Keeping the public trust: The value of values in government, USA: Keene Ideas.
Khanbashi, M., Zahedi, Sh, & Alvani, M. (2011). Accountability; Foundation in supporting the public trust. Discipline and Security, 4(2): 29-54. (In Persian)
Khanbashi, M. (2011). Economic factors affect in public trust level. Rahbord, 20(61): 277-315. (In Persian)
Kim, J. (2002). Introduction to factor analysis: What it is and how to do it. University of Isfahan Publications. Isfahan. (In Persian )
Mobasheri, M. (2009). Social capital and economic development. Management and Social Capital, 2(40): 135-156. (In Persian)
Mohammadian, M. & Vahabzadeh, Sh. (2012). Measuring public trust in public sector agencies. Management Quarterly, 9(3): 139-148. (In Persian)
Monavvarian, A., Nargesian, A., Fattahi, M. & Vasegh, B. (2010). Studying the relation between public accountability, public participation and public trust in public agencies in Tehran. Management Studies in Iran, 14(3): 251-274. (In Persian)
Nachmias, D. (1985). Determinants of trust within the federal bureaucray. Public Personnel Policy: The Politics of Civil Service (Policy Studies Organization Series) In Rosenbloom, D. H. (Ed.).
Nargessian, A. & Ayatollahzadeh Shirazi, M. (2013). Study of the relationship between public participation, public accountability and transparency in region III of Tehran. Journal in Public Administration, 5 (2): 143-168. (In Persian)
Nyhan, R. & Marlowe, H. (1997). Development and psychometric properties ofthe organizational trust inventory. Eval Rev, 21(5): 614-635.
Oxford Advanced Learner’s Dictionary (1995). In Crowther, J. (Ed.). Oxford University Press. Oxford.
Saee, A. (2011). Fuzzy analysis of social trust, Case study: citizen trust in Tehran municipality. Society and culture Publications.Tehran. (In Persian)
Sarmad, Z., Bazargan, E. & Hejazi, A. (2013). Research methods in behavioral sciences. Agah Publications. Tehran. (In Persian)
Sims, H. (2001). Public confidence in government and government service delivery. Canadian center for management development, 1-41.
South, J., Giuntoli, G. & Kinsella, K. (2011). An evaluation of the walking for wellness project and the befriender role. Centre for Health Promotion Research, 1-65.
Tabatabaee, M. (1988). Almizan Interpretation. Golshan Publications. (In Persian)
Taleghani , Gh., Farhangi, A. & Abedi Jafari, A. (2010). Developing a model of factors affecting the citizen’s trust toward urban management. Journal in Public Administration, 2(4): 89-106. (In Persian)
Thomas, C. (1998). Maintaining and restoring public trust in government agencies and their employees. Administration and society, 30(2): 166-193.
Williams, B., Brown, T. & Onsman, A. (2010). Exploratory factor analysis: A five-step guide for novices. Australasian Journal of Paramedicine, 8(3).
Zahedi, Sh. & Khanbashi, M. (2011). From public trust to political trust; Studying the relation between public and political trust in Iran. Management Researches in Iran, 15(4): 73-96. (In Persian)
Zawojska, A. (2010). Determinants of farmers trust in government agricultural agencies in Poland. Agric. Econ, 56(6): 266–283.
Zhao, N. (2009). The minimum sample size in factor analysis. It’s online at: https://www.encorewiki.org/display/~nzhao/The+Minimum+Sample+Size+in+Factor+Analysis